Claims Being Ignored

My pet passed away in September. The policy is under my dad's name but he's moved to Canada so I was dealing with everything on my side. I hadn't had the claim form filled in by the vet so Outsurance contacted me regularly to check if I'd received it yet. When I eventually had, I sent it through to them along with the other documents. And then proceeded to hear nothing from them after that. I've sent follow up email after follow up email but it's been over 2 months and it seems they're no longer interested in helping me.

Claims *** Email references: *** ***